Technical Support Representative, ACS/Workstations

What you'll do

• Resolve complex hardware and software technical problems independently for customers.
• Provide detailed information on product features, specifications, and warranty coverage.
• Perform root cause analysis on outages and trends to provide effective resolutions.
• Proactively monitor and troubleshoot complex problems while developing technical recommendations.
• Coordinate departmental work and lead the assignment of responsibilities for complex requests.
• Mentor lower-level roles and provide guidance to enhance overall organizational performance.
• Identify and implement process improvements to streamline business controls and quality.

What we're looking for

• High School Diploma, GED, higher secondary education, or commensurate work experience or demonstrated competence.
• Typically has 8+ years of related work experience (preferred).
• Experience in remote support, telephone support, technologies, and customer environments (preferred).
• Proficiency in Active Directory, Linux, Microsoft Azure, Microsoft Office 365, and Windows 10.
• Knowledge of Computer Hardware, Operating Systems, Peripheral Devices, and Windows Servers.
• Skills in Agile Methodology, Automation, Scripting, and IT Service Management.
• Experience with ServiceNow, Issue Tracking, and ITIL.
• Strong communication, results orientation, learning agility, digital fluency, and customer centricity.